Sears Lawn & Garden

You have to hand it to Sears. The fading legend has a remarkable ability to alienate some of its oldest and best customers. There are also some interesting questions about the warranty on Sears' garden equipment.

Valentin of Los Angeles CA (07/25/08)
Purchased BBQ grille (115). Turned out to be a lemon. 4 trouble calls from Sears. Sears unable to fix it. Multiple days off work, to accommodate the technicians coming out. Multiple phone calls, being given the runaround. On hold forever and ever, amen. Shuffled between 6 to 10 departments. Returned bad unit to the store, per instructions. I was told that I should have not done that by the warranty dept at the above number. No store credit given.

Bottom line: Sears stole 115 from me, and are unwilling to credit the money back to me. Last I heard from Sears/One Source manufacturer warranty center, was that I should wait another 24 hours, until the store shall contact me.

The time off work, approximately 5 days, 4 days spent on the phone, being put on hold innumerous times and for 20-30 minutes at a time, to no avail. The irritation and the frustration which I have encountered these past 8 months or so, have no match. Not to mention the fact that the grille was unusable, which added to the frustration. Being shuffled between departments, being given the runaround, having to repeat the case to everyone that came online, being lied to, being misled and wrongfully accused of lying and/or misinterpreting the facts. All these for a 115 purchase from SEARS. Please tell me what the settlement should be.

Fran of Belle Chasse, LA July 12, 2008

Fran of Belle Chasse LA (07/12/08)
I purchased a ZTS 7500 Zero turn rear engine riding garden tractor in May, 2007. It worked fine for a few weeks, then the v-belt PTO drive belt broke. We called the repairman out, which takes a least two weeks for anything. He replaced the belt, then a few weeks later it broke again. Again, called for repair since I had taken out a three year contract for repair in home for almost 400. The belt was replaced again the winter came so the tractor was not used much.

In February, 2008, the belt broke again, repairman came out and checked everything and replaced belt. I purchased a belt to have as a spare, the cost was almost 45, but with them breaking all the time and having to wait for at least two weeks for the service technician, I could not wait. The service technician has been coming to my home at least twice every month since February. He even tried to replace the whole deck and Sears would not let him order it. Now the springs are popping off and the belt still breaking. He ordered more parts and was due on July 10, 2008 to service it again. The wrong belt came so I immediately called and ordered the right belt, by this time I know the number on the belt by heart. The night before the service, I received a call saying the service technician can not make the service for some reason and they wanted to re-schedule for July 24th. I told them that it was not acceptable since I have not used this tractor since the beginning of May and that my grass is growing tall.

The next day I received another call saying that all they could do was to re-schedule the repair appointment now for JULY 31st. Three weeks from the original date! While my grass grows and I must pay someone to cut it, my 4,000 garden tractor sits idle. I went to the Sears store in Oakwood to complain and all they could do is to tell me to call service. I call them and they will not do anything about the constant belt breaking and springs popping. Now they say that it is up to the service technician to DEEM IT UN REPAIRABLE . Could you believe that Sears is now leaving it up to the service technician.

I was on the phone yesterday and today for over an hour each day wanting to speak with someone in customer service to relate this problem. Some young lady even told me that belts are not covered, READ PAGE 2 OF YOUR OWNERS MANUAL. She was very rude so I asked to speak to her manager. Well, you probably know, I was on hold for over 20 minutes waiting for that manager. What a joke. If anyone has any thoughts on what I should do, please forward. Thanks

Elise of Williamsburg, PA July 10, 2008

Elise of Williamsburg PA (07/10/08)
Bought a riding lawn tractor from Sears about 18 mo. ago. Blade cover came off within 1 month of use. Won't stay on and without cover the blade is exposed and shoots stones,grass up at your face. This is very dangerous and if a child were to ride with parent and happen to put foot down into blade this would be horrific. Even if a stone were to hit the eye or roll over your head could fit through this opening.

I am afraid of this tractor and they should not have been able to sell a dangerous tractor like this. This tractor should be recalled and please make people aware of this danger. I didn't know when I bought this that the blade was right under this plastic guard. This plastic guard is very breakable and blade is exposed easily. Please pass along the news. Thanks so much,

Mary of Chagrin Falls, OH July 5, 2008

Mary of Chagrin Falls OH (07/05/08)
I bought a chain saw and after being used twice, it broke, took it back and without a receit they wouldn't dicuss it, I also had proof on my credit card about the purchase, still nothing, they know I purchased it there but they just didn't care, no receit, no deal, I thought Sears stood behind their products better than that, poor customer service, I will never buy at Sears again,

I lost 70.00 just cutting a few branches, bought it in April and it broke in June

Adrian of Parker, CO July 1, 2008

Adrian of Parker CO (07/01/08)
I have a craftsman walk-behind mower. The grass catcher does not attach at the bottom. This seems to be a major design flaw because it allows the catcher to come off while the mower is running. I have had this happen numerous times resulting in frustration and even an injury after tripping over the bag. If Sears wants to keep a good reputation with their Craftsman products, they should initiate a product recall for the grass catcher to avoid further injury.

I have had this happen numerous times resulting in frustration and even an injury after tripping over the bag. The injury was a rolled ankle, but could have been much worse, given the danger unexpectedly falling forward towards a running lawn mower. Now I need to purchase a new mower, because even replacing the part doesn't solve the dangerous design of the product.

Matt of Reddick, FL July 1, 2008

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.